Customer Success Operations Manager, BuildOps

• Bachelor’s degree in Computer Science, Information Technology, Business, or a related field
• 3-5 years of experience in Customer Success Operations, Revenue Operations, or related roles, ideally within a high-growth SaaS environment
• Hands-on experience administering and optimizing Gainsight, Salesforce, and Intercom
• Proven ability to analyze complex data sets, create insightful dashboards and reports, and communicate findings to drive strategic decisions
• Exceptional organizational skills, with demonstrated ability to manage multiple initiatives simultaneously in a dynamic environment
• Strong interpersonal and communication skills, capable of building relationships and influencing stakeholders across departments
• Demonstrated ability to work effectively cross-functionally in a collaborative, growth-oriented environment
• Tech start-up experience
• Strong problem-solving and analytical abilities
• Leadership skills, with the ability to drive projects and manage multiple stakeholders
• Attention to detail, with a commitment to delivering high-quality solutions
• Ability to work in a dynamic environment and manage competing priorities
• Flexibility to work outside regular business hours to meet project deadlines, if required

Desirable

• We're seeking a strategic, detail-oriented Customer Success Operations Manager to enhance and streamline our customer success operations
• This candidate will join a well-funded, fast-growing technology startup with the unique opportunity to help build out a critical function for the company
• In this critical role, you will drive continuous process improvements, optimize workflows, and empower both our Customer Success Management (CSM) and Customer Support teams
• Reporting directly to the Vice President of Customer Success, you’ll be instrumental in leveraging systems, analytics, and insights to help BuildOps achieve exceptional customer outcomes and scalability
• This position offers significant opportunities to shape strategic initiatives and directly impact the company's trajectory
• Coordinate with CS and Support leaders to design, implement, and optimize Customer Success (CS) and Support team processes, playbooks, and workflows
• Build scalable frameworks for customer lifecycle management, including adoption, renewal, expansion, and advocacy
• Automate repetitive tasks and outreach campaigns using Customer Success platforms and Support systems
• Ensure process consistency across Customer Success and Support teams as well as across customer segments
• Administer and optimize Customer Success platforms (Gainsight), CRM systems (Salesforce), Support systems (Intercom), and other tools
• Evaluate, recommend, and implement new technologies to enhance the effectiveness of CS teams
• Develop dashboards and reporting tools to provide actionable insights for CS and Support leaders and teams across key metrics
• Ensure proper integration and alignment across CS and Support tools
• Create training materials and documentation for CS tools, processes, and reporting best practices
• Maintain documentation of CS processes and tools complying with organizational standards and audits
• Develop and refine customer health scoring models incorporating product usage, sentiment, support cases, and engagement metrics
• Establish early warning systems for customer risk and create proactive escalation processes
• Provide CS teams with actionable insights and recommendations to address at-risk accounts
• Collect, analyze, and disseminate customer feedback through surveys (NPS, CSAT) and direct interactions
• Identify trends in customer feedback to inform strategic initiatives and operational improvements
• Build workflows to effectively manage renewal, advocacy, and expansion processes